Description

Client Services Specialist

Job Summary: As the face of Veterinary Wellness Partners, the Client Services Specialist (CSS) sets the tone for the practice as we build and maintain each client's trust and confidence in our abilities. We are looking for a professional, organized and detailed individual to be a part of our client services team. Being a CSS in our veterinary offices takes a special kind of person who is able to work with both humans and animals alike. If you enjoy people and their pets and understand the importance of providing them with superior customer service, have great communication skills, and are outgoing and friendly - then this position is for you!

Job Duties:

• Warmly greet clients and pets by name
• Answer phones promptly and professionally using a multi-line phone system
• Screen and route calls to appropriate staff
• Provide phone shoppers with descriptions of services first, price last
• Receive and transmit faxes
• Take and deliver messages promptly to appropriate staff, pulling medical records of patients so staff can properly document information
• Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required
• Check medical and computer records for accurate client addresses, phone numbers and e-mails
• Weigh pets each visit and record weights in medical records and on computer
• Schedule appointments and surgeries according to hospital scheduling guidelines
• Make surgery and appointment confirmations calls
• Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and diseases
• Fill prescriptions and provide routine administration instructions to clients
• Echo doctors’ recommendations when checking out clients
• Prepare consent forms, estimates/treatment plans and be able to discuss the hospital’s financial policies with clients
• Prepare health certificates, proof of vaccination, lab reports and euthanasia certificates
• Sell retail items and pet food
• Foster collaborative relationships with other team members and departments
• Clinic maintenance (including removal of animal waste) and ensuring that facility is neat and clean and odor free at all times

Financial Duties:

• Enter accurate charges
• Explain invoices to show value for the care provided, stating all services and products provided before the total
• Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks
• Verify the eligibility of clients with charge accounts (where applicable)
• Print or record the end of day financial balances, ensuring they are accurate
• Know fees for routine services
• Balance cash drawer at end of day/shift

Requirements

Educational Requirements:

•  High school diploma or equivalent
•  Experience in customer service

Skills Needed:

•  Ability to work in a fast-paced environment
•  Computer literacy
•  Understand veterinary terminology
•  Exceptional customer service skills
•  Keep accurate medical records, clerical work
•  Educate clients
•  Promote hospital products and services
•  Support team members

Physical Obligations:

•  Able to lift and carry supplies up to 40 pounds without assistance
•  Endure sitting, standing and walking on hard floor surfaces for extended periods
•  Type information for patient records and prescription labels into the computer
•  Able to work in noisy work conditions with sounds from animals and equipment
•  Take safety precautions for exposure to toxins, drugs, anesthesia and radiation